Experience

Healthcare Company

• Hospitals and Health Care
• 100 - 200 Employee

• Director of National Product Technical Support

  • Mar 2021 - Present

  San Francisco Bay Area Responsible for Customer Technical Support strategy, execution, analytics, and system improvements: • Establishment of a new Product Technical Support Department • Lead day-to-day operations to ensure excellent Technical Customer Support for all Technical issues • Create Processes and Solutions for both pre-Sales and post-Sales Technical Support to Field Sales and Customers • Diagnose Technical challenges and establish clear pathways to compliant resolutions • Select, manage… Show more Responsible for Customer Technical Support strategy, execution, analytics, and system improvements: • Establishment of a new Product Technical Support Department • Lead day-to-day operations to ensure excellent Technical Customer Support for all Technical issues • Create Processes and Solutions for both pre-Sales and post-Sales Technical Support to Field Sales and Customers • Diagnose Technical challenges and establish clear pathways to compliant resolutions • Select, manage, train, and develop staff. Establish objectives and assignments and provide feedback through performance reviews and development plans. • Develop and deliver internal training to ensure processes and procedures are maintained. • Scale team, processes, and strategy as the business grows. • Establish, evaluate and report on critical metrics and service levels to measure the effectiveness of the Technical Support Team and prioritize opportunities for improvements to meet business and customer needs. • Represent the business needs for business process and IT Systems improvements to meet the needs of the Technical Support Team in the present and preparation for growth. • Work closely with multiple functions to deliver excellent Technical Support and resolve issues, including commercial, customer success, marketing, studio, quality, IT, operations, and miscellaneous functions. • Provide reports for periodic Management Reviews as required by the Quality System. Show less



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• District Service Manager - Precision Diagnosis & Image Guided Therapy

  • Jan 2020 - Mar 2021

  Greater Los Angeles Area District Service Manager/Regional Service Manager/ Service Operations Manager PD/IGT for the Greater Los Angeles, CA. • Plan and develop processes to implement and manage Marketing Programs and promotions for Service Products within the Region to achieve and exceed targets. • Responsible for achieving annual revenue goals of over $30 million. • Manage an annual operating budget as well as 26 direct reports. • Determine possible strategic and tactical initiatives and prioritize… Show more District Service Manager/Regional Service Manager/ Service Operations Manager PD/IGT for the Greater Los Angeles, CA. • Plan and develop processes to implement and manage Marketing Programs and promotions for Service Products within the Region to achieve and exceed targets. • Responsible for achieving annual revenue goals of over $30 million. • Manage an annual operating budget as well as 26 direct reports. • Determine possible strategic and tactical initiatives and prioritize based on business needs and resource availability. • Lead and manage all Imaging service functions as assigned to the Region for Customer Services including full P/L responsibilities. • Development and implementation of strategic and tactical plans to achieve revenue targets and growth. Show less



Carl Zeiss X-ray Microscopy Inc.

• Head of Global Technical Support XRM | X-ray Microscopy

  • Feb 2018 - Jan 2020

  San Francisco Bay Area • Direct management and leadership of the Worldwide (EMEA, APAC, NA) Technical Teams support • Management of logistics, spare parts inventory, accurate P&L, CapEx, OpEx, • Software Development: support and improvement during the life cycle of the products. • Quarterly Business Reviews (QBRs) and Operational Improvement Plans (OIP) using KPIs, CACs, and CPOs • Use various Business Intelligent tools and management systems: PowerBI, Zendesk, and ServiceNow. • Work closely with… Show more • Direct management and leadership of the Worldwide (EMEA, APAC, NA) Technical Teams support • Management of logistics, spare parts inventory, accurate P&L, CapEx, OpEx, • Software Development: support and improvement during the life cycle of the products. • Quarterly Business Reviews (QBRs) and Operational Improvement Plans (OIP) using KPIs, CACs, and CPOs • Use various Business Intelligent tools and management systems: PowerBI, Zendesk, and ServiceNow. • Work closely with manufacturing, engineering, production, and R&D on product development, improvement, deployment, and capital equipment New Product Introduction (NPI). • Designed and executed a new Global Technical Training Accelerated program, • Created a 24/7/365 Worldwide Customer Service Support call center to ensure optimized service availability. Show less



Hitachi Healthcare Americas

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• International IT Connectivity & DICOM Specialist

  • Sep 2008 - Jan 2018

  Cleveland/Akron, Ohio Area Hitachi Healthcare's top-level International Technical Support Ultrasound Specialist for the Americas, Puerto Rico, Canada, and Mexico. In-depth expertise with DICOM troubleshooting and Computer Networking at any level for all Modalities (Ultrasound, MRI, CT, CT-PET, Avia, ORS Visual, and TeraRecon). I have developed a stand-alone (w/o HL7 I/F) MWL/MPPS Server Application for test purposes. Implemented and maintained a RIS Server System with PACS. Designed multiple complex technical Microsoft… Show more Hitachi Healthcare's top-level International Technical Support Ultrasound Specialist for the Americas, Puerto Rico, Canada, and Mexico. In-depth expertise with DICOM troubleshooting and Computer Networking at any level for all Modalities (Ultrasound, MRI, CT, CT-PET, Avia, ORS Visual, and TeraRecon). I have developed a stand-alone (w/o HL7 I/F) MWL/MPPS Server Application for test purposes. Implemented and maintained a RIS Server System with PACS. Designed multiple complex technical Microsoft Visio Ultrasound System diagrams (current and non-current models) for Field Engineers/education. Wrote a 600+ page Engineer's handbook for Field Engineers about MRI, CT, and Ultrasound Systems in Medical Computer Networking and DICOM environments, troubleshooting and solving. I constructed an all-modalities troubleshooting DVD for DICOM and Computer Networking based on a CMS System/WebInterface. Successfully introduced and managed over 800 Firewall/Router systems nationwide and abroad for MRI, CT, and Ultrasound Systems network security to ensure system up-time (proven Wannacry Ransomware protection). Years of experience in advanced Networking (DICOM, TCP/IP, and SSL/TLS) analysis with the Wireshark Network Protocol analyzer (certified Wireshark Network Analyst). Design, implementation, and management of DICOM image distribution in the U.S. nationwide for service, sales, and application support. This self-invented and deployed concept provides image availability and storage for various services on portable devices such as iPads, iPhones, Laptops, Windows Tablets, etc. The system is hugely beneficial and used company-wide by many departments. Created, introduced, and executed a new PM & ACR (American College of Radiology) protocol for Hitachi Ultrasound Systems in July 2014, according to their new ACR Ultrasound requirements. This 5-page protocol covers all aspects of Hitachi Ultrasound System QA/QC and long-term storage of all test DICOM Objects.

• Technical Instructor Hitachi Ultrasound Systems

  • Sep 2008 - Jan 2018

  Twinsburg, Ohio Years of international experience instructing technical Medical Ultrasound classes in Europe (since 1991) and starting in 2008 in the USA. A large variety of students; nurses, biomedical engineers, physicists, doctors, service engineers, sales & application specialists, and other interested individuals. The complete responsibility for course organization, promotion, costs, price determination, agenda, contents, class location, and all other aspects in line with the courses.

• Technical Instructor DICOM & Computer Networking (IT)

  • Aug 2008 - Jan 2018

  Twinsburg, OH Classes cover technical explanations of the DICOM standard and operations of diagnostic imaging modalities in a DICOM environment with PACS Servers, MWM, etc. Troubleshooting and identifying problems with DICOM modality Real World activities, including Deep Network Protocol Analyzer and Wireshark. During our classes, Wireshark has extensively been used for DICOM and Computer Networking troubleshooting, but also a better understanding of Networking Communications in constant reference to the OSI… Show more Classes cover technical explanations of the DICOM standard and operations of diagnostic imaging modalities in a DICOM environment with PACS Servers, MWM, etc. Troubleshooting and identifying problems with DICOM modality Real World activities, including Deep Network Protocol Analyzer and Wireshark. During our classes, Wireshark has extensively been used for DICOM and Computer Networking troubleshooting, but also a better understanding of Networking Communications in constant reference to the OSI Layer. Technical discussions and demonstrations of Hitachi's Remote Sentinel Service System (servers based in Japan and soon to be expected in the USA). Security protocols in VPNs, SSL/TLS, VLAN, WLAN, and interoperability validation according to the DICOM Conformance Statements. Windows-based computer systems including hardware: PC Motherboards, North & South Bridge, USB, RS232, RJ45, Basic Input/Output System (BIOS), RAM, CPU, HDDs, CD/DVD Drives, IRQ, and much, much more. Software: all Windows released versions, Windows 1.0 ~ Windows 10. Software: Anti-virus, Trojan Horses, Worms, Hacking of Web-, File- and Mailservers, etc., Computer use policies, computer security, safety, and much more.



ITT Technical Institute

• Higher Education
• 700 & Above Employee

• Adjunct Technical Instructor - Computer Structure & Logic

  • Mar 2016 - Aug 2016

  Warrensville Heights, Ohio Adjunct Instructor NT1110 Computer Structure and Logic: The organization of a computer is examined in a typical operating systems environment. Terminology and underlying principles related to primary computer functions are discussed in the context of hardware and software environments. Student progress monitoring, testing, and attendance logging. Due to the prosperous classes, I was scheduled to add the TCP/IP, Client-Server 1, Client-Server 2, and Computer Networking courses to my… Show more Adjunct Instructor NT1110 Computer Structure and Logic: The organization of a computer is examined in a typical operating systems environment. Terminology and underlying principles related to primary computer functions are discussed in the context of hardware and software environments. Student progress monitoring, testing, and attendance logging. Due to the prosperous classes, I was scheduled to add the TCP/IP, Client-Server 1, Client-Server 2, and Computer Networking courses to my program. Show less



Hitachi Medical Systems Europe Holding

• International Service & IT Manager / Technical Director

  • Jan 1997 - Aug 2008

  Startup and management of two new Technical Support Departments for three countries. Full responsibility for technical pre-sales support, after-sales, service logistics, stock, maintenance, promotion, contracts, management, profit & loss, technical support, technical personnel, preparation, and organization of technical classes for end-users, engineers, bio-meds, physicists, and doctors. Provided consultancy for mid and large-size hospitals involving Ultrasound Systems IT security issues in… Show more Startup and management of two new Technical Support Departments for three countries. Full responsibility for technical pre-sales support, after-sales, service logistics, stock, maintenance, promotion, contracts, management, profit & loss, technical support, technical personnel, preparation, and organization of technical classes for end-users, engineers, bio-meds, physicists, and doctors. Provided consultancy for mid and large-size hospitals involving Ultrasound Systems IT security issues in conjunction with IT departments and biomedical engineers. Control the life cycle process of an Ultrasound System within an organization (from system introduction until out-of-service status). Setup and Management of the company IT environment distributed over three countries: Servers, Workstations, Licensing, Backup and Disaster Recovery, Terminal Servers, Network Printers, Print Servers, Routers, ISDN, SAP Finance, Inventory & Logistics with backup data routing (CISCO Modem/Router), etc.

• IT Consultant Hitachi Europe

  • Jan 2005 - Sep 2007

  Zürich Area, Switzerland Staff member Information Communication Technology (ICT) for the Hitachi Medical Systems Europe group (HMSE). Decision-making and implementation coordinator of the IT infrastructure of Hitachi Medical Systems in Europe. I participated in this team due to the successful implementation of an international Information System for Sales, Applications & Services based on Citrix and Microsoft’s RDP with mixed environments of local and SaaS Applications. I was in charge of this universal solution… Show more Staff member Information Communication Technology (ICT) for the Hitachi Medical Systems Europe group (HMSE). Decision-making and implementation coordinator of the IT infrastructure of Hitachi Medical Systems in Europe. I participated in this team due to the successful implementation of an international Information System for Sales, Applications & Services based on Citrix and Microsoft’s RDP with mixed environments of local and SaaS Applications. I was in charge of this universal solution that I designed, implemented, and maintained, and it was the first concept in Europe. For the European organization, I introduced a new Roadmap for system utilization and integration from a centralized European IT location, which is now effectively in use.



Diasonics/Sonotron/Vingmed/Hitachi Medical Imaging

• International Service Engineer Benelux

  • Mar 1988 - Dec 1996

  Medical Ultrasound Systems Field Service Engineer in The Netherlands, Belgium, and Luxembourg. Occasional Support in Switzerland and Greece. Responsible for customer satisfaction and service quality. • Specialty: the repair/refurbishment of mechanical single/split crystal Ultrasound probes for all applications. International travel (Europe) for local repairs at other service branch offices. • Repair and maintenance of professional equipment such as patient video monitors, (S-)VHS… Show more Medical Ultrasound Systems Field Service Engineer in The Netherlands, Belgium, and Luxembourg. Occasional Support in Switzerland and Greece. Responsible for customer satisfaction and service quality. • Specialty: the repair/refurbishment of mechanical single/split crystal Ultrasound probes for all applications. International travel (Europe) for local repairs at other service branch offices. • Repair and maintenance of professional equipment such as patient video monitors, (S-)VHS video recorders, Tektronix Line Scan recorders, Portable ECG Recorders (Holters), and Digital Thermal video printers. • Designed and implemented a unique "switching system" for Vingmed Echocardiography Scanners to switch video displays between an integrated PACS system (EchoPAC) and the Ultrasound Image Screen. I designed an unexpected system shutdown prevention mechanism for the internal PACS Server/Workstation. This concept was implemented by the OEM and is still in use in today's day systems, nowadays owned by a significant healthcare imaging company. Show less



Siemens Healthcare

• Italy
• Medical Device
• 1 - 100 Employee

• National Field Service Engineer Assistant

  • Jan 1987 - Jul 1987

  Field Service Engineer Assistant for The Netherlands Region. Service Assistance for Ultrasound Systems (Siemens & Diasonics), Siemens CT, and X-ray Systems.